Complaint handling
We aim to provide you with the best level of service possible. If you feel that we have not met your expectations in some way, or if you are unhappy with the service you received, please let us know. We will attempt to resolve the matter with you promptly.
When you contact us to make an enquiry, or even a complaint, you can expect to be treated with courtesy and respect at all times.
How we respond to your enquiry
We will respond to any letter you post or fax to us within 5 business days, and to any email within 1 business day. We will keep you informed of the status of your enquiry and advise when we will contact you again to resolve any outstanding issues.
If your enquiry relates to a disputed billing amount, we will not request payment of the disputed amount until the issue has been resolved.
What happens afterwards
If your dispute is not resolved satisfactorily, or you require further information, you may refer your complaint to the Energy and Water Ombudsman NSW (EWON) by phoning 1800 246 545.
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